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Difficulty: MediumSelf-Service Portals and Experience Cloud for Support

A biotechnology equipment vendor provides a self-service Experience Cloud site using the Customer Service template for university research laboratories. External laboratory managers log into the site with Customer Community licenses. The company wants to allow laboratory managers to view all support cases logged by other researchers affiliated with their same university (Account), while also enabling automated solution article suggestions when users create new support cases. Which two configuration steps should the administrator take to meet these requirements?

  1. Configure a Sharing Set for the Customer Community profile that grants Read access to Cases where User:Contact.Account equals Case:Account.Answer
  2. Add the Case Deflection component to the Create Case page layout in Experience Builder and configure Knowledge Data Category visibility for external profiles.Answer
  3. C
    Enable 'Grant Access Using Hierarchies' on the Case object for external Organization-Wide Defaults to propagate record access across university departments.
  4. D
    Create a custom profile with 'View All Data' administrative permission and assign it to external laboratory managers requiring access to peer cases.
  5. E
    Set the Organization-Wide Default (OWD) sharing setting for Knowledge Articles to Public Read/Write so external users can access deflection content.

Answer

The administrator should configure a Sharing Set for the Customer Community profile mapping the User's Contact Account to the Case Account, and add the Case Deflection component to the Create Case page in Experience Builder while ensuring Knowledge Data Category visibility is set.
To grant Customer Community users access to cases owned by others at the same Account, an administrator must create a Sharing Set that maps the user's Contact Account field to the Case Account field. For automated article recommendations during case creation, the Case Deflection component must be placed on the Experience Builder case creation page, combined with appropriate Data Category visibility settings.

Step-by-Step Solution

1
Determine the record access mechanism for Customer Community licenses
Identify that Customer Community users do not utilize roles and require Sharing Sets to gain record access to cases associated with their Account.
Customer Community licenses use high-volume portal user access rules where Sharing Sets bridge OWD restrictions based on account/contact relationships.
2
Determine the case deflection and self-service Knowledge configuration
Place the Case Deflection component on the case creation page in Experience Builder and verify Data Category Visibility.
Case Deflection searches published Knowledge articles dynamically as users type case details, which requires both the Experience Builder component and Data Category access.

Key Concept

Experience Cloud Sharing Sets and Case Deflection setup for Customer Community users
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Topics

Self-Service Portals and Experience Cloud for Support

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